Shipping policy

Last updated: 27 September 2026

From our workshop to your home

Here you will find how we prepare and dispatch your order, how delivery estimates work, and what to do if something goes wrong.

Production + transport = total delivery time. Check the information for your product and destination before ordering.

Contact us about delivery

1. Where we deliver

We dispatch our products from Figueiró dos Vinhos, Portugal. Available destinations and services depend on the delivery address, product dimensions, parcel weight and carrier coverage. Enter your full address at checkout to see the available options.

Mainland areas, islands, remote locations and territories with special customs arrangements may have different rates, services and delivery times. A shipping option for mainland Portugal or Spain does not automatically apply to the Azores, Madeira, the Canary Islands or other islands and territories.

If no shipping option appears, contact us before ordering. We will confirm whether delivery is possible and provide any applicable quotation before you commit. Naming a country in this policy does not mean that delivery to every address in that country is available.

2. Production and preparation

Our products are made or prepared to order in Portugal. Our usual production and preparation time is 1–3 business days, unless a different period is stated for the product or agreed before purchase. During peak periods, including November and December, preparation may take up to 5 business days; any longer known lead time will be communicated before purchase.

Production time is separate from carrier transit time. Orders placed on weekends or Portuguese public holidays begin processing on the next business day. For production estimates, business days mean Monday to Friday, excluding Portuguese public holidays.

Personalised or special-size orders may require additional time, as stated in the relevant offer. If essential personalisation information or an agreed design approval is missing, we will contact you and explain its effect on the schedule. We will notify you of a material delay; a delay notice does not automatically replace an agreed delivery deadline.

3. Shipping options, prices and free delivery

The shipping services and prices available for your order are displayed before payment. Rates may depend on destination, parcel size, weight, order value and the selected service.

  • Standard delivery: the standard transport service offered for your address.
  • Express delivery, where offered: a faster carrier service, with its own delivery estimate. Express transport does not automatically shorten production time.
  • Priority production, where offered: prioritises preparation according to the description shown when ordering. It does not mean express transport unless that is expressly included.

Free-delivery offers apply only to the destinations, services and qualifying order values stated in the offer. Check the applicable threshold and any exclusions before payment. Free delivery does not, by itself, include import duties, import taxes or customs-clearance charges.

We do not add an optional shipping upgrade or additional delivery charge without your agreement. The shipping amount shown at checkout is the amount charged by Wood Nest; separately payable import charges are explained in section 5.

4. Delivery estimates and deadlines

Total delivery time includes production and preparation, followed by carrier transit. Where a displayed estimate already includes production, it should not be added a second time. The product information, checkout or written quotation will state the estimate applicable to your order.

Transit business days depend on the service and destination and normally exclude weekends and local public holidays. Customs checks, island routes, weather or transport disruption may affect delivery. Estimates are not guarantees of delivery on a particular date unless expressly agreed, but they do not remove our contractual or statutory obligations.

If delivery by a particular date is essential, tell us before ordering so that we can confirm whether it can be met. Any agreed essential deadline and rights arising from the circumstances of the purchase remain applicable.

For consumers covered by Portuguese or EU rules, unless a different delivery period has been agreed, delivery is due without undue delay and no later than 30 days after the contract is concluded. Section 10 explains what happens if delivery is late.

5. Customs, import taxes and clearance

Orders ship from Portugal. The customs treatment depends on the destination, the nature and value of the goods, their origin and the rules in force when imported. We provide accurate commercial descriptions and values; we do not underdeclare purchases or mark commercial orders as gifts.

  • Deliveries within the EU: goods dispatched from Portugal and in free circulation normally move within the EU without import customs duties. Territories outside the ordinary EU VAT or customs arrangements may be treated differently.
  • Destinations outside the EU: import VAT or similar taxes, customs duties and carrier or broker clearance fees may apply. Unless expressly included in the price or collected at checkout, lawful import charges allocated to the recipient and disclosed before purchase are payable by the recipient. We remain responsible for taxes and obligations that the law places on us.
  • United Kingdom: Great Britain and Northern Ireland can follow different rules. For qualifying consumer consignments sent to Great Britain with an intrinsic value of £135 or less, VAT is generally accounted for at the point of sale by the seller or marketplace. Higher-value consignments may attract import VAT, duties and clearance fees. Any tax collected with your order is shown in the purchase information.
  • United States: do not assume that an order below USD 800 is exempt from import charges. Duties, taxes and clearance requirements depend on the rules and shipment arrangements applicable at import.
  • Other destinations: including Switzerland, Norway, Canada, Australia, New Zealand and Gulf countries, taxes, thresholds and clearance arrangements vary. A low order value or free shipping does not guarantee exemption.

Where import charges cannot reasonably be calculated in advance, we disclose that additional charges may be payable. You may contact us or the destination customs authority for guidance before ordering. We do not guarantee a universal duty rate or a single tariff classification for every product.

Customs or the carrier may request information needed for lawful clearance or payment of charges due. Please respond promptly. If a charge appears to duplicate tax already collected, contact us with the order details and the carrier notice so that we can help investigate. A private gift purchase from our store is still a commercial shipment.

6. Dispatch, tracking and separate parcels

When your order is dispatched, we send a shipping confirmation with the tracking details for the service used. The first carrier scan may appear after the shipping label is created; a label-created status alone does not mean the parcel is already in transit.

Carriers may include CTT, DHL, UPS, DPD or GLS, depending on the route and service. A local delivery partner may complete the final stage. Tracking updates are provided by the carrier and may not be continuous or instantaneous.

An order may travel in more than one parcel. Where this happens, we provide the relevant shipment information, and parcels may arrive separately. We do not charge extra merely because we choose to split an order. Please check the shipment details before reporting an item as missing.

If the stated dispatch period has passed without an update, or tracking appears stalled, contact support@woodnest.co with your order number.

7. Delivery details and address changes

Please provide a complete and accurate delivery address, including the postcode and any apartment, access or contact information needed by the carrier. Check these details in your order confirmation.

If you notice an error, contact us immediately. We will try to update the address before dispatch. Changes after dispatch depend on carrier availability and cannot be guaranteed. Any additional correction or redirection cost will be explained before we ask you to accept it.

If delivery fails because of information you supplied, we will assess the circumstances with you. Any request to cover additional costs must be lawful, reasonable and linked to the actual problem. An address error does not automatically remove every right to a refund. We will correct errors attributable to us at no extra cost to you.

8. Delivery attempts, collection and returned parcels

The number of delivery attempts, collection location and holding period depend on the carrier and service. Follow the collection deadline in the carrier notice; there is no single holding period that applies to all Wood Nest shipments.

If a parcel is returned because it was uncollected, refused or could not be delivered, we will contact you about the available next steps. Where the failure is attributable to you, an agreed redelivery may involve a reasonable additional shipping charge disclosed before reshipment. Where the failure is attributable to us or our delivery service, we will not charge you to correct it.

Refusing delivery or failing to collect a parcel does not necessarily communicate cancellation. If you wish to withdraw from an eligible purchase, tell us clearly using the methods in our Return and Refund Policy.

Any refund and permissible deduction will be assessed under the applicable cancellation rights and the circumstances. We do not automatically forfeit the product price, impose a fixed penalty or deduct every outward and return charge. Any lawful charge will be explained and supported; our obligations concerning standard delivery refunds and charges not properly disclosed remain unaffected.

9. Damaged, missing or incorrectly delivered orders

If an item arrives damaged, incomplete or different from your order, contact support@woodnest.co as soon as reasonably possible. Include your order number and a description of the issue. Photographs of the item, packaging and shipping label are helpful where available. Please retain packaging where reasonably possible for inspection.

A report within 48 hours, photographs or the original packaging are not mandatory conditions for exercising statutory rights. Reporting promptly helps us investigate, but a missed short reporting window does not automatically invalidate a claim.

If tracking says delivered but you have not received the parcel, check the delivery details and any authorised recipient, then contact us. We will investigate with the carrier. A tracking entry is not, by itself, conclusive proof that you received the goods.

For consumer deliveries arranged by us, the risk of loss or damage normally remains with us until you or a person you nominate, other than the carrier, takes physical possession. If you independently appoint a carrier that we did not offer, the statutory exception may apply.

We manage claims with our carriers and provide the remedy required by the applicable law, which may include replacement, repair, price reduction or refund. Your rights against us are not limited by a carrier’s insurance amount or made conditional on the carrier paying an insurance claim.

10. Late delivery and non-delivery

Contact us if your order has not arrived within the applicable delivery period. We will investigate, provide an update and work to resolve the problem. Carrier or customs disruption does not create a blanket exemption from our obligations.

Under applicable Portuguese and EU consumer rules, if we miss the agreed delivery deadline, or the statutory deadline where none was agreed, you may normally give us an additional reasonable period to deliver. If we still fail to deliver, you may terminate the contract. An additional period is not required where we refuse delivery or where timely delivery was essential under the applicable legal conditions.

Where Portuguese law applies to termination for non-delivery, we return the full amount due within 14 days of termination. Other mandatory local rights and deadlines remain applicable. We do not require you to wait indefinitely for a carrier investigation before exercising a right that has become available.

11. Returns and marketplace orders

For withdrawal, our additional return offer, personalised-item exceptions, return costs and refund procedures, see our Return and Refund Policy. Please contact us for practical return arrangements; prior approval is not a condition for exercising a statutory withdrawal right.

For purchases through a marketplace, use the order and support channels provided for that purchase. Shipping services, delivery estimates and any tax collected by the marketplace are those stated in the relevant transaction. Mandatory consumer rights and any more favourable applicable commitment remain unaffected.

Read this policy alongside our Terms of Service. Changes to this page do not retrospectively reduce the rights or delivery commitments applicable to an existing order.

12. Contact and complaints

For shipping questions or a delivery problem, contact us and include your order number. We aim to reply within one business day; this is a response target, not a restriction on your rights.

Legal name: Oui C'est Moi, Lda
Trading name: Wood Nest
VAT number: PT507421221
Email: support@woodnest.co
Telephone: +351 932 600 637 (Calls to a Portuguese mobile network.)

Business address:
Caminho Senhora do Olival, Nº 15
3260-427 Figueiró dos Vinhos
Leiria, Portugal

Our workshop is not normally open to the public. Any visit or collection must be arranged with us in advance.

Information about consumer dispute resolution is available in our Legal Notice. You may also use the Portuguese Electronic Complaints Book where applicable. Contacting us does not prevent you from using a competent dispute-resolution body, regulator or court.